ComplaintsforJack Henry & Associates

• Initial Complaint

  12/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an account at **** FCU.On 11/5/23, I set up payments from my account using Bill *** system to my Mastercard in the amount of $3,735.27. Bill*** is 3rd party vendor run by Jack Henry & Associates. Nov10th **** underwent a computer conversion. Nov 11th, my account showed the payment was not sent to Mastercard but to Macys. Do not have an active **************************** made dormant. (attempted to contact ***** immediately, but my efforts were fruitless). Nov 13th, contacted **** *** only to be told that they could not find my account and I would need to contact FCU. I immediately contacted FCU w f/u calls that week & was told no additional info.Nov 20th,called **** pay again (who now had my information) & was told this was the first they were hearing of the problem. representative told me it was my responsibility to contact ***** and have the funds returned. explained that I did have an account with *****. Another call to ***** confirmed they could not help me. A second call to Bill *** with a different rep informed me that their investigative office would be involved. I was also told I would receive an email from Bill *** regarding the situation. (No email was ever received). Monday Nov 27th, **** FCU informed me that Bill *** had 5 business days to investigate the claim.Friday Nov 24th, after not having any contact with either **** *** nor **** FCU, contacted Bill ***. I was informed the original ticket had been closed on Nov 22nd. Dec 4th I received an email from **************** from ***************************** ********* stating: We have reopened this research request with *****. We will follow up as information becomes available. There has been no further communication. **** informed me I would need to have 4-way conversion w them, Billpay, and ******.Dec 7th the call was initiated only to have Bill*** drop off the call leaving us with no way to interact with Macys (without an account, you cannot proceed).

  Business response

  12/28/2023

  Please see letter response attached. We sincerely apologize for any inconvenience you have experienced and if we can do anything for you in the future, please feel free to contact us at **************.Thank you

  *******************, Director, Jack ********************** Payment Operations

  December 28, 2023
  
  Better Business Bureau, Inc
  ************************************************************************
  
  Re: Complaint ID *******************
  
  Please see timeline of resolution below to complaint:
  
  ** iPay audit report shows the subscriber (customer) scheduled the payment on 11/05/2023
  at 2:12pm EST. The merchant they wished to pay, JetBlue, was located directly above their
  payee, Macys.
  The payment paid out on 11/9/2023, to Macys, as selected by the subscriber.
  Subscriber called on 11/21/23 to report payment not received.
  The ** iPay call center rep submitted a research ticket, and the subscriber became upset
  that a research ticket had not been submitted already. (The subscriber had been talking to
  their financial institution and not iPay, previously)
  The call center rep explained that a research ticket will send proof of payment to the
  subscriber and merchant, and they must follow up with ******
  ******* provided the sub with ticket# ***** and noted the payment.
  ******* also provided the subscriber with their Macys account and phone numbers.
  The subscriber states they are not at fault and that our system has automatically scheduled
  it.
  o The system shows that the payment was submitted by a web user on 11/05/23 at 2:12
  PM EST.
  The subscriber asked how we were affiliated with the *** ******* explained that we are the
  payment processor for ************************* bill pay payments.
  Merchant is working refund request, and we must wait until they have completed their
  processes, in order to receive funding for the payment.
  iPay provided provisional credit to the subscriber on 12/22/23, while we wait for the funds to
  be returned. Unless we are at fault, we traditionally dont follow this process, but wanted to
  ensure the subscriber and our client were assisted in their time of need.
  
  We sincerely apologize for any inconvenience you have experienced and if we can do anything for
  you in the future, please feel free to contact us at **************.
  
  Sincerely,
  
  
  *******************
  Director, Payment Operations
  Jack ********************** **************
  

  
  

  Customer response

  01/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the correct response of returning the funds to me has transpired.

  Per my last email from iPay on 12/26/2023 the representative from Payment Operations indicated they were still investigating the original payment that was scheduled on 11/5/2023 for payment on 11/9/2023 to JetBlue in the amount of $3735.27 that was inexplicitly sent to Macys.  I have yet to be given any documentation that would indicate the error was on my part.
  As for Ms. ***** response:
  iPay audit report shows the subscriber (customer) scheduled the payment on 11/05/2023
  at 2:12pm EST. The merchant they wished to pay, JetBlue,was located directly above their payee, Macys.
  The payment paid out on 11/9/2023, to Macys, as selected by the subscriber.

  
  I would like to refute a few of her claims.

  
  Macys was not listed as an active payee and had been put in dormant status
  The accounts are listed APHABETICALLY. The next payee after JetBlue is Liberty Mutual.

  
  While my account has been finally credited with the funds after 6 weeks,this process has been a nightmare not only for me but for the representative from my credit union who was assisting me. The **** representative was told by iPay during the first 2 weeks of December that it was necessary to set up a conference call that would include ****, myself, and an iPay representative. On no less than 3 occasions did the **** representative contact iPay only to be place on extended hold before bring me on the line. On the first call the iPay representative then connect us to the Macys automated customer service line and then promptly disconnected from the call. The other 2 attempts at a conference call yielded similar results.  The **** representative must have spent a minimum of 4 hours waiting on hold without anyone willing to assist him.
  I would hope that a credit union like **** with $3 billion in assets and over ******* members would consider ending their affiliation with iPay given the chaotic nature of your customer service and lack of transparency.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a 70 yr old ADA woman who has spent considerable time to prevent fraud by using a small local bank that worked with me individually to set up a autopay system that would be worry-free and pay all my monthly bills. This company sent me an email with three transactions on Sunday prior to a Holiday shutdown asking if 3 transactions were mine. I immediately recognized 2 and asked via call to check out the other; I very empathically said I need "more information" and they immediately shut the card down inspite of me saying "NO" "NO" I need to check and need more information -as a senior I want to check and with disability it takes me a few minutes...yet they shut down my card with several transactions being due within 24-48 hrs. And upon checking the 3rd was valid, the company changed its name in January so I wasn't immediately familiar with it. This company offered me three options: 1) no fraud; 2) need more information and 3) fraud. I said I needed more information and started to pull up the bank's app when they replied "Oh its closed, you can no longer use the card, contact your bank....I was livid, I don't have checks with this card and do not have anyone at the bank that can help me pay my due bills due to the Holiday. They did not listen, did not help, did not understand the situation, (a senior with disabilities that needed some time and assistance before wrecking my bill pay process) Then they wouldn't tell me where they were located. (West Coast they said) I pulled up the company online but ****, a call center supervisor still wouldn't say where they were located-- This is AWFUL situational management, AWFUL for ADA person and AWFUL for not listening and taking steps to insure their response was aligned with my needs....to investigate before closing my account. They took action in a matter of min from my call that "nothing could be done to reset, validate the card" It was like they were all programmed to either hear "no fraud" or shut it down!

  Business response

  03/15/2023

  Jack Henry provides banks and credit unions with debit and credit card transaction processing and related programs. Diverse banks and credit unions leverage Jack Henry’s technology and services to support their unique card programs, including how each financial institution establishes the business rules Jack Henry uses to identify, mitigate, and manage inquires related to fraudulent or potentially fraudulent transactions. Banks and credit unions also can entrust Jack Henry to provide call center services, including fraud-related call center services (note: cardholders are informed calls are recorded and archived for research, documentation, and training purposes).
  
  **** ** ********
  
  The card issuer is ******** ***** ***** ******* ** ******* ***
  ******** ***** **** had contracted Jack Henry to perform debit and credit card transaction processing.
  ******** ***** **** also contracted Jack Henry to provide call center services for fraud-related issues impacting their cardholders on the bank’s behalf – cardholders are NOT Jack Henry customers.
  This incident and resulting complaint involved three specific card transactions with suspected fraud.
  The cardholder initially confirmed the three transactions were valid using Jack Henry’s automated voice response system.
  The cardholder subsequently contacted Jack Henry’s call center and reached a fraud analyst.
  During this exchange the cardholder reconsidered the validity of a transaction for $39.93 claiming/confirming:
  She initially thought it was another transaction.
  The amount was incorrect.
  The merchant’s name was incorrect.
  She had never visited the merchant’s website.
  The billing state was incorrect.
  The transaction wasn’t hers.
  She had possession of the physical card.
  The cardholder confirmed the other two transactions in question (card purchases with ********* and *********) were valid.
  Supporting industry best practices and bank-defined fraud rules, the card was immediately blocked/cancelled which prohibited future use and ongoing fraud/fraud potential.
  The cardholder was provided with her bank’s phone number to request a replacement card.
  The cardholder then wanted the card unblocked and requested the opportunity to investigate the charge directly with the respective merchant.
  Blocked cards cannot be unblocked.
  The cardholder became increasingly agitated and repeatedly said she did not give permission to cancel her card and retracted her statements that indicated the specific transaction was fraudulent.
  The cardholder repeatedly informed the fraud analyst she had ADA status which prohibited her from dealing with a blocked card.
  At the cardholder’s request:
  The fraud analyst provided their name.
  The fraud analyst elevated the case to a call center supervisor.
  The elevation initially went to the supervisor’s voice mail.
  The cardholder called the Jack Henry call center again and recounted her experience with the second fraud analyst for approximately 10 minutes.
  The case was once again elevated to a call center supervisor and the cardholder recounted her experience for approximately 25 minutes.
  The recordings of these calls were referenced to support this response.
  

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